Hybrid Operations Manager: Contact Center Leader

Piper Companies; Durham (NC); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Full comprehensive benefits

Job summary

Piper Companies is seeking an Operations Manager for the Raleigh-Durham area. The role combines hands-on leadership with cross‑department collaboration, with three onsite days in Durham, NC, and standard business hours.

Responsibilities include managing contact center performance, escalations, and talent development while driving process improvements and regulatory compliance. Compensation ranges from $80,000 to $100,000 annually with full benefits.

Qualifications

• Bachelor’s degree required, along with 3+ years of proven managerial experience.
• Experience in a contact center, insurance, or financial services environment.
• Demonstrated leadership ability with strong communication skills and the capacity to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead daily operations by overseeing contact center performance and ensuring high‑quality customer experience.
• Resolve escalated issues by coordinating across departments, identifying root causes, and recommending process improvements.
• Develop team talent by coaching leads, mentoring employees, managing hiring activities, and supporting career growth.
• Drive operational excellence by staying current on industry trends, recommending enhancements, and helping define performance metrics.
• Ensure compliance and accuracy by reviewing withdrawal requests, preventing fraud, and confirming adherence to contract rules and regulatory requirements.

Skills

Leadership

Communication

People management

Prioritization

Education

Bachelor’s degree

Job description

Piper Companies is seeking an Operations Manager for the Raleigh-Durham area. The role combines hands-on leadership with cross‑department collaboration, with three onsite days in Durham, NC, and standard business hours.

Responsibilities include managing contact center performance, escalations, and talent development while driving process improvements and regulatory compliance. Compensation ranges from $80,000 to $100,000 annually with full benefits.